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CHAPTER 5 NDA-24282 (E)
Page 272
Revision 1.0
MULTI-SPLIT AGENT - ACD
The splits that an agent can handle are not based solely on the agent’s logon ID. A combination of three factors
determines which splits a specific agent, at a specific position, can handle. These factors and their associated
variables are:
1. The splits allowed by the agent’s logon ID, which can be a list of one to four/sixteen specific splits, or any
split.
2. The splits allowed by the position, which can be one specific split or any split.
3. The split mode allowed by the agent’s logon ID, which can be single-split or multi-split.
The ensuing paragraphs describe the scenarios associated with each possible combination of the three factors.
While examining these scenarios, it would be beneficial to reference Table 5-5. The table’s horizontal axis
describes the agent’s logon ID (split mode and allowed splits) and the vertical axis describes the position’s
allowed splits. The intersection presents the split mode in which the agent will operate and the split or splits the
agent will service (indicated with lower-case letters in parentheses).
The single-split mode scenarios will be examined first.
An agent, in single-split mode, whose logon ID lists one to four/sixteen allowable splits can log on to a position
with a single specified split (which matches one of the agent’s logon ID splits) or a position with any split
allowed. As an example, an agent’s logon ID specifies the splits 2, 5, 8 and 12. The agent can log on at a position
that specifies one of those splits (2, 5, 8 or 12). Alternatively, the agent can log on to a position that allows any
split. During the logon procedure, the splits in the logon ID list are displayed sequentially. The agent indicates
the single split of choice by entering 1#; entering # indicates that this is not the split of choice. The agent’s split
defaults, such as the after-call mode and the answer mode, will be the defaults associated with the single split
that is chosen.
An agent, in single-split mode, whose logon ID permits any split can only logon at a position that permits a
single specified split. The agent will take calls from the single split and the agent’s split defaults will be the
defaults associated with that split.
An agent, in single-split mode, whose logon ID allows any split is not permitted to log on at a position that
allows any split. This combination would force the ACD system to begin to sequentially prompt the agent with
the name of every split in the system, until the agent selected the single split in which they wish to work. This
is not an effective use of agents’ time.
The multi-split mode scenarios will now be examined.
An agent, in multi-split mode, is not permitted to have a logon ID which allows any split. This combination
would force the ACD system to begin to sequentially prompt the agent with the name of every split in the
system, until the agent selected the splits in which they wish to work. As in the previous case, this is not an
effective use of agents’ time.
If taken together, the last scenario of the single-split mode (an agent’s logon ID allows any split, the agent is not
permitted to log on at a position which allows any split), and the first scenario of the multi-split mode (an agent’s
logon ID which allows any split is not permitted), the following ACD condition is the result. If an agent’s logon
ID allows any split, then the agent will automatically be put into single-split mode and will not be allowed to
log on at a position which allows any split.